The diverse and disparate structural and market dynamics currently prevailing in the UK energy and utility markets, with sixteen or more competing firms, has led to widely differing levels of competitive intensity and services being reached. Energy and utilities companies are looking for outsourced customer management partners, who can deliver a flexible, cost effective and profitable service, whilst at the same time improving their customer base.

HEROtsc as a customer management provider:

• is a capable partner delivering exceptional customer service to your energy customers
  • home move, payments, billing
  • emergency services and vulnerable customers care
  • high quality UK voice services 
     
• has the expertise to provide services including
  • collections, retention, acquisition and back office
  • offshore option potentially required for other services
     
• has the ability to form a strategic partnership delivering 
  • strategic service goals
  • significant improvement in NPS, quality and value delivery
    

With three dedicated utility centres of excellence working for energy and utility clients, HEROtsc has the capacity, capability and experience to run any voice or customer process for this sector. HEROtsc also has an excellent track record of enviable customer partnerships delivering high quality customer service support and ensuring continuous value additions with our partners including EON, nPower, British Gas and more recently Veolia Water.

Highlights

• Experts in multiple customer service streams 
   
• Delivery centres across England & India with new major energy client engaged with customer service solutions at HEROtsc Warrington.
   
• Verifiable results include:
  • Improved sales conversion rate by 105% to 12.9% for major energy client
  • SPH of 1.2 achieved  - an improvement of 80%
  • Converted 62% of clients customers to Direct Debit payments

Our clients:

Our Experiences & Services – allowing us to build long term and fruitful partnering relationships that puts customers at the centre of what we do.

Value Through Insight  - A deep understanding of customers via analytics where a dedicated customer insight team manages the initiatives to ensure effective launch and deployment

• Holistic methodology bringing together the outputs of our Service Insight Approach
• Utilising HEROtsc applied data analytics, failure related contact types are identified and then progressively eliminated
  ‘Pit Stop’ Model Office deployed to test and fine tune impact of change and ROI, prior to full roll-out
• Benefits are fully measurable, tracked and realised

Great People  = Great Service - Investing in people development by:

• Ensuring that HEROtsc is a great place to work
• Investing in employee development and  training throughout the career or the customer service representative by utilising HEROtsc Sales & Management Universities and embedded learning and development models
• Performance Management and Improvement – 360 performance review process from tailored coaching to ensure continuous development and improvement across the campaign

Exceptional Net Promotion – Enhanced communication and engagement via contact strategies, process changes and behavioral shifts that improves across the board HEROtsc clients NPS scores.

Transition Experience – core objectives include:

• Achieving a complete understanding of your requirements
• Ensuring on-time delivery of all key milestones and success criteria
• Successfully managing and mitigating transition risk
• Delivering a seamless transition of services to HEROtsc management from current in-house or outsourced vendor
  

Utilizing methodologies and tools developed by HEROtsc we deliver sales improvements, improving your customer experience and  deliver a genuine contribution to your bottom line.

  
Work Streams include

• Pre-screened customer acquisition
• Sales verification
• Lead profiling activity to maximize outbound campaign effectiveness
• marketing campaign support
• new product launches
• loyalty marketing
• up-sell and cross-sell programs
• email courtesy programme designed to improve sales conversion

Delivering a real reduction in operating costs without undermining the customer experience.

Work Streams include

• Customer management & email support
• Emergency services and vulnerable customers care
• Billing and sales through service & retention
• Customer satisfaction surveys
• Data management and profiling
• Process redesign to enhance campaign efficiencies
• Robust quality assurance solution

 Delivering improved cash collection, enhancing the customer experience, rehabilitating delinquent customers and making a genuine contribution to your bottom line.

Work Streams include

• Credit assessments
• Outbound collections, cash and credit
• Credit support